Tips for Improving Guest Satisfaction in Hotels

How do you provide value beyond the room? Beyond the cabin? Beyond the meal? Beyond what's written in your playbook? This is where the real game is won in hospitality. Anyone can sell a bed, a plate of food, or a seat on a ship. That's not hospitality, that's a transaction. Hospitality is what happens after the transaction. It is how you make people feel. It is what they tell their friends about. It is why they come back. And here is the truth most people do not want to admit. You don't need to be a luxury brand to deliver an elevated experience. You can be a budget hotel, a three star cruise cabin, or a casual diner and still deliver a memorable stay. This is not about marble floors or expensive wine. This is about people. So how do you do it? Here are some tactics that work anywhere: ✔ Make it personal. Teach your team to remember names, even if they write them down on a cheat sheet. Personal acknowledgment costs nothing, yet most brands ignore it. ✔ Anticipate needs. If you know guests are waiting in a lobby, offer cold water or coffee. If it is raining, keep umbrellas by the door. If you see a family with kids, offer to suggest activities before they ask. ✔ Give guests insider tips. Train staff to give genuine local recommendations, not just the ones on the brochure. A great restaurant tip or the best sunset spot creates a story they will share forever. ✔ Create micro moments. A handwritten note, a small welcome treat, even a joke or light conversation that feels human, not scripted. These moments cost cents but create memories. ✔ Empower your team. Give them permission to go slightly off script to make someone’s day. A free coffee here, a late checkout when possible, even walking a guest to a location instead of pointing. Those things stick. ✔ Listen after the sale. If a guest makes a request, solve it fast. If they leave a review, reply personally. The conversation should never stop at checkout. The secret is this. Guests do not compare you to other budget hotels or casual restaurants. In their minds, they compare you to the best experience they have ever had anywhere. That is your real competition. You will be surprised how often you can win just by caring more. Stop asking, what can we sell today. Start asking, what memory can we create today. That is the difference between a room and an experience, a meal and a story, a cruise and a lifetime fan. If you are serious about this industry, build for the moments guests will talk about long after they leave. That is the only marketing that really matters. --- I'm Scott Eddy, keynote speaker, social media strategist, and the #15 hospitality influencer in the world. I help hotels, cruise lines, and destinations tell stories that drive revenue and lasting results through strategy, social media workshops, content, and unforgettable photoshoots. If you like the way I look at the world of hospitality, let's have a conversation about working together: scott@mrscotteddy.com

Danish guests keep saying the same thing. Are we listening? Reading through dozens of thoughtful comments sparked by Jan Milling from Milling Hotels, one thing stood out: You don’t need to ask twice. Danish guests will tell you exactly what matters. The consensus? - Guests value feeling met, not just served - They remember warmth, not thread count - They light up at 24/7 coffee, not keyless entry - They notice when staff notice them. One guest remembered the receptionist who offered an easier-access room without being asked. Another? A calm voice helping them find parking in Aarhus. And of course... the breakfast buffet, forever rated #1 by an 11-year-old. Cleanliness matters. A good bed matters. But what really lingers is how the stay felt. When a front desk agent offers the right room before the guest asks, that’s not luck. That’s leadership. And here’s the thing: You don’t need surveys or AI to figure this out. Just talk to your guests. They’ll tell you what matters. In their words, not yours. But the best hoteliers don’t stop at listening. They translate that insight into action. They notice patterns and coach their teams accordingly. They redesign moments, across every guest touchpoint: – In the way they welcome people at the door – In how they weave it into the website, booking journey, their digital voice – In what their next guest reads, books, and remembers Thanks again to Jan for starting the conversation. You’ve shown that you don’t need a 7-figure budget to make guests feel seen. You "just" need a team that cares. And a leader that enables them. The best guest insights aren’t in dashboards or reports. They’re hiding in plain sight. In the stories travelers are already telling. 👉 What’s one guest comment that changed how you think about your hotel? I’d love to hear it. #Hospitality #GuestExperience #HotelierLife #BoutiqueHotels #HotelMarketing #HumanAtTheCenter #DirectBookings #DanishHotels #ServiceDesign #Hypercommerce Guestcentric

How to Improve Guest Satisfaction and Prevent Bad Reviews At hotels, staff can often tell how you're feeling. A glance. A tone. They're trained to notice and respond in real time. But often in vacation rentals or micro-resorts, there’s no front desk. No daily interaction. No subtle signals to catch. So how do you know what your guest is thinking? You ask while they’re still there. One message we send the morning after check-in has made a big difference in our reviews. It invites feedback and shows we care. If something needs fixing, we handle it quickly. Here’s what we say: Hi {guest name}, We hope you had a great night’s sleep and settled in well. We’re checking in to see if everything is up to your expectations so far. Also, here’s a list of our favorite places to eat: [Insert Yelp link] If there’s anything you need or any way we can make your stay more comfortable, let us know. Your hosts Most replies are kind and positive. But sometimes a guest shares something we can improve. That one message opens a door. Ask early. Listen well. Act fast. It’s a small habit that can shape the entire stay.